Guiding you to choose between Intercom vs. Freshdesk Messaging: 2024

Comparison Summary

Intercom: Intercom is the complete AI-first customer service solution, enhancing support teams with AI agents, copilots, ticketing, and phone services. Exceptional customer experiences are delivered efficiently.

Freshdesk Messaging: Freshdesk Messaging is a modern software for teams to excel in customer conversations across various digital channels using AI and human assistance. It offers smart self-service, unified inbox, and proactive messaging.

Intercom and Freshdesk Messaging: Customer Satisfaction Data

Most deployed common Use Cases for Intercom and Freshdesk Messaging

What solutions does Intercom and Freshdesk Messaging provide for Engagement Management?

Both Intercom and Freshdesk Messaging focus on customer engagement, but they have different strengths. Intercom excels at providing in-app support and capturing historical user data, allowing for personalized interactions. Freshdesk Messaging emphasizes multi-channel communication, reaching customers across websites, social media, and mobile apps. It also integrates with other Freshworks products, streamlining lead management and customer support. However, Freshdesk Messaging lacks the ability to export conversations into tickets for future follow-up, limiting its ability to handle complex support issues.

"...We are dependent on intercom because the majority of our user and customer interaction starts with chat...." Peer review by Executive Sponsor

"...Visitors are more likely to engage from a channel if it looks good and offers a great experience...." Testimonial by Kyu Renegado, Head of Customer Happiness and Sales, Poundit

How does Intercom and Freshdesk Messaging address your Helpdesk Management Challenges?

Intercom and Freshdesk Messaging both provide live chat, help desk, and customer support features. Intercom offers a more integrated approach, connecting support, chat, messaging, and analytics seamlessly. Freshdesk Messaging focuses on providing an instant communication method for urgent customer requests and integrates with Freshdesk for comprehensive support management. A limitation of both tools is that the integration between various services, like the help desk, isn't always seamless.

"...Design of the support center they provide is really nice and really easy for anyone to use...." Peer review by Carl H., Owner

"...The primary problem that it solves for us is providing an instant communication method for customers who have urgent requests, while keeping their conversations synced with the main support desk..." Peer review by Dave K, Customer Support Operations Manager

How does Intercom and Freshdesk Messaging address your Training & Onboarding Challenges?

Intercom and Freshdesk Messaging both allow for onboarding new users through email campaigns. Intercom focuses on targeted email sequences based on user actions, while Freshdesk Messaging offers a broader range of options including automated bots, in-app campaigns, and integrations with other tools. Intercom also offers a knowledge base and chat functionality, while Freshdesk Messaging excels in its mobile SDKs for seamless integration with apps. Both tools have limitations, with Intercom users reporting confusion with the onboarding process, and Freshdesk Messaging lacking a forum for answering frequently asked questions.

"...I use 2 of their products: Inbox pro for customer support, and messages for email marketing and onboarding...." Peer review

"...As their development team is very proactive, they'd be adding a lot of revolutionary features such as powerful and intelligent bot...." Peer review by Jitesh D, Product Manager, Transportation/Trucking/Railroad

How can Intercom and Freshdesk Messaging optimize your Communication Management Workflow?

Intercom and Freshdesk Messaging both allow users to communicate with customers through various channels, including chat, email, and in-app messages. However, Intercom focuses on providing a more comprehensive communication platform that integrates with other tools, while Freshdesk Messaging prioritizes automating communication flows and capturing leads. Intercom offers a greater degree of message customization, while Freshdesk Messaging excels at providing efficient communication tools, including shortcuts and triggers.

"...Intercom helps us with many things: from giving support to our users to sending messages to promote our campaigns...." Peer review by Cristina P., User Experience Researcher

"...Our clients like to contact via chat on the page or send emails, this makes our customer service more formal...." Peer review by Sergio H, Chief Executive Officer